modern royal couple are on course to redefine britain's most famous family and change the monarchy forever. >> the following is a cnn special report. the most famous and photographed woman in the world. a princess with style and substance. a loving mother. >> diana was born to be a mother. >> passionate advocate. >> it's all around the world. >> through it all, her every move scrutinized and scandalized. >> she was followed everywhere. i think she found that time very difficult.

>> behind the flash bulbs, a life marred by loneliness. >> she wanted her freedom. she wanted a life. >> the tragedy that took her life -- >> princess diana at the age of 36 has died. >> -- left the world devastated and in disbelief. 20 years later, what do we know? >> she went to her lawyer and said, they're going to kill me and here's how. >> she knew something was wrong. >> friends, family, those who were there speak out about diana. a woman who transcended celebrity and transformed a monarchy. "diana: chasing a fairytale." fall 1980, a nondescript apartment in the fashionable

section of london called kensington. crowds of photographers, cameras ready, anticipation great. >> media were pursuing her like nobody's business. >> rumors had begun to get around that she was the new girl on the block. >> she is 19-year-old lady diana spencer the new girlfriend of the most eligible man in the country. the chase begins. >> diana was the story. she was followed everywhere. i think she found that time difficult. >> she was completely alone. >> no police, no security, no body guards. lady diana spencer may be dating the next king of england, but she is not yet an official member of the royal family, so she is not entitled to any protection.

>> the attention charles and diana were getting was unprecedented. >> in 1980 dickey was a royal correspondent and later became the palace's press secretary. >> the palace wasn't making any attempt to control the media or interests because they weren't aware or didn't believe at the time that they would be such media interest. >> but there is almost an insatiable interest. perhaps, in part, because diana is a bit of a mystery. not a familiar fixture on the trendy london social scene, everyone wants to know who she is, where she comes from and if she has what it takes to be the next queen of england. >> diana grew up in the countryside. she was a country girl. >> absolutely, loved it. very familiar with it. >> dr. james colter was a childhood friend of diana's. the spencers leased a house, now

leonard cheshire's park house hotel for disabled people, then it was where diana grew up and where young princes andrew and edward often came over to swim. >> she had a childhood that was in a fairly aristocratic circle so she was fairly used to that lifestyle. >> she is the third child of john and lady francis spencer, part of the wealthy upper class. her parents were married at westminster abbey in 1954. >> it was, indeed, a brilliant occasion and likely to be remembered as the wedding of the year. >> attended by the royal family. >> you'd think the world was her oyster. in fact, she had a desperately unhappy childhood. >> according to diana's biographer christopher anderson, before she was born, the spencers had been hoping for a boy.

a son to follow two older daughters. >> she once said, when i was born, i was unwanted. when i married charles, i was unwanted. when i joined the royal family, i was unwanted. i want to be wanted. >> every child wants to be noticed. every child of a certain age, look at me, look at me, dad y look at me, mommy, aren't i clever. and i suppose it affected diana more. >> more he says because of what happened in 1967. diana's parents divorced. the fight was ugly, as was the public custody battle over the children. >> her mother left the family, abandoned her. from that point on, diana was kind of caught in the cross fire of her parents very bitter divorce and i think that affected her tremendously. >> she has those downcast eyes for which she became very famous. and she was very shy. >> mary clark was her nanny at the time.

>> her parents' divorce had quite a profound affect on her. she said, i will never, ever marry unless i'm really in love because if you're not in love, you're going to get divorced. and i never intend to be divorced. >> johnny spencer was given full custody of the children. they tried to settle back into their quiet life here at park house in the english countryside. but more big changes were yet to come. by the time diana was 15, her father was remarried, her grandfather had passed and johnny spencer had inherited a huge estate called althorp. >> the main halls were working halls. it was wonderful marble floor. i remember one of her great fads for a couple years was tap dancing. it was perfect for that. >> living at althorp was quite

an adjustment from the country home where diana and her brother charles grew up. >> the inside of the house, very formal. there wasn't even like a family kitchen. it wasn't fun growing up in this house. >> i think there was an awful lot of unrest in her home life. >> but teacher penny walker says life at the west heath school 100 miles from home was full of fun and friends. >> she was part of a really lively group. they were fun and they were not naughty and they giggled a lot. >> and, of course, they talked a lot about boys. >> she was always known to adore prince charles. and her little bedroom cubicle had pictures of him all over it. it was common knowledge. >> then one weekend, diana returned to school with a story to tell. >> she came back alive with it and said, i've met him, i've met him.

>> and i remember thinking, what a bit of jolly and amusing and attractive 16-year-old she was. and having great fun. and full of life and everything. >> but not a love interest yet. it took a few more years for that jolly teenager to blossom into a beautiful, charismatic young woman. >> she didn't take a bad photo. >> not a bad photo. even then, even looking bored at the end of a day, it was good. >> winter 1979 in the french alps, diana was almost 18 on a ski trip with friends. >> she was great looking, of course, but the striking thing, i think, was the humor and the engagement. she was just fun to have in the group. >> she was an absolute vision. >> american mary robertson noticed how special diana was soon after that ski trip. she interviewed her for a job

when diana first settled in london. >> did you know that she was from an aristocratic family? >> i should have known with that wonderful accent, the flawless manners, the poise. >> she was in a way a sophisticated country girl. >> close friend and fashion designer roberto dvorak. >> she had no sense of fashion. she didn't care even. and i think she never thought the magnitude of what her life was going to be. >> while she doesn't yet know how big her life will become, diana does feel it will be distinct. once saying, i knew that something profound was coming my way and i was just treading water waiting for it. soon treading water in a sea of sharks.

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it was 1980. the queen said, we have a guest come to stay for the weekend. would you meet her at the front door of balmoral castle. >> it's early september in scotland. queen elizabeth's personal footman welcomes 19-year-old diana spencer. >> i met this shy, young girl with one suitcase. i took her to her room and she said, i am completely out of my depth. i don't know anything about this place. charles has invited me to stay the weekend, and what do i do? >> despite being from an aristocratic, well-connected family, diana is not prepared for a weekend with the royals. especially the queen. she has, after all, only been dating the prince for a month. she has no clue what to expect, what to do, and what to wear. >> i brought my dress.

i said, what, one dress? you're here for three nights. i'm going to have to find you other dresses. >> did you recognize something special in her even then? >> she was innocent. she was naive. but she was special. >> royal photographer arthur edwards sees it, too. >> i'm driving along the river bank, up in balmoral and i see prince charles fishing and with him is lady diana spencer. >> it's not the first time he stumbles upon the couple. weeks earlier he spotted diana at one of prince charles' polo matches. >> she has a natural -- >> yeah she did it just as a matter of course.

>> then edwards filed the picture away, thinking 19-year-old diana was too young to be dating 31-year-old prince charles. now seeing the couple together again, alarm bells go off. >> i take some pictures of them fishing. he gets angry with me. the prince storms off. they run through the woods. all the girlfriends before have been by his side. this one he's hiding, he's protecting. >> but prince charles cannot hide or protect diana any more. the picture of them makes the front page. when she arrives at work monday morning, she finds her world turned upside down. >> she said, mrs. robertson, i have something to tell you. >> diana works part time as a nanny for american mary robertson. >> she looks down, blushes. she said, when you leave for work this morning, you'll notice there are some reporters and photographers. they're actually here for me. i said, what have you done? and she said, well, i spent last

weekend up at balmoral castle. and i guessed, i said, was it prince andrew? she said, no, actually it was with prince charles. >> prince charles, the country's most eligible bachelor. diana once anonymous is now famous. >> i think it was over whelming, but she was still trying to come to work because she couldn't spend her life cooped up in her apartment. >> she was good humor. sometimes she stopped for a chat. >> but she never stops for an interview or poses for a photograph. that is, until late september 1980, at this london kindergarten where diana works part time. >> she came out with two of the children from the nursery. halfway through taking the picture, the sun came out. and we saw that beautiful lace.

the headline was "charlie's girl" and she was, i think, a little disturbed about it because i think she said to someone, i'll be the only girlfriend that never had a petticoat. >> diana knows one media misstep could impact her relationship with charles. >> careful. >> she had seen it happen to her older sister, sarah, several years earlier. >> sarah talked to us about that brief romance with the prince of wales. they went skiing together. she said, i don't care if it's a dustman or king of england, i would have to be in love to marry that person. >> soon after came the end of sarah's royal romance. and diana has not forgotten. >> i remember diana saying that when the phone rang at her flat, she didn't want to pick it up for fear it would be sarah prying into what was going on with diana. and she just didn't want to talk to anybody about it, not even

her own sister. >> how are you coping with all the press attention? >> well, as you can see, you can tell. >> i think she was very protective of him. >> but every once in a while in private, a very giddy, very love-struck 19-year-old confides in those close to her. >> she would gush about him, how intelligent he was, how perfect he was. >> her perfect prince and most agree she could be the perfect princess. >> she had never had a boyfriend. she was completely pure, untouched. the most eligible woman in the land to marry the h eir to the throne. %-p? >> on paper, yes, she was. >> and by winter 1980, he's running out of time. prince charles is 32 years old. the future king needs to settle down, to marry and to produce an heir to the throne.

>> you just knew from the buzz in the air, there was a lot of pressure on charles to pick a suitable mate. >> was it an arranged marriage? >> diana's grandmother was lady in waiting to queen elizabeth, the queen mother. queen elizabeth the queen mother doted on charles and whispered in his ear about this beautiful young girl. it was a setup. >> i think the phrase was that she would be the perfect brood mare. >> for rearing children? >> right. >> charles would have to decide whether he wanted to marry her, but who couldn't want to marry that beautiful young thing? and he thought that she would toe the party line. >> toe the party line, behave

like a royal and always put the monarchy first, no matter what the circumstances. >> in february 1981, barely six months after they started dating, it becomes official. charles and diana are engaged. >> wonderful sapphire and diamonds. >> it is diana's first official press appearance. >> i watched this young girl appear on the terrace for the world media, a lamb to the slaughter, really. >> a lamb to the slaughter. >> an innocent brought into this die -- dynastic family. she was entering into something she had no comprehension of. >> has it been a strain trying to carry out a courtship without anyone knowing? >> yes, it has. i think anyone would feel pressure. >> an intense pressure, diana

seems willing to endure. >> i think she was absolutely determined to have it work out. >> i knew how badly she wanted this. and i was just so happy that she was going to get her dream. >> but there are already signs of trouble ahead with the world watching, the reporter asks charles and diana if they are in love. >> of course. >> whatever in love means. >> that should have been our tip-off right there. it never occurred to me that if he didn't really love her at the start, that he would learn to love her. and i believed in the fairytale completely. >> everyone does, including diana. but her prince charming, many insiders now say, is following his duty and not his heart. charles' true love, diana will soon find out, is for someone else. when we come back, diana

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goldsmith's hall in london, diana's first public appearance since her engagement to prince charles. as the royal car pulls up, diana mischievously peers out. prince charles knows why. >> when he got out of the car, he said, you want to see what's coming next. >> a new lady diana spencer emerges. >> in blazes of camera lights and attention. >> photo editor paul bennett. >> when she got out of the car, that shoulder dropped, i thought, do you know what you're doing, girl.

>> she wore this fantastic dress. i'll never forget, but very low cut and showed everything that she had. >> diana picked it herself, says designer elizabeth emanuel. >> for the first time she looked like a princess. very glamorous. i think that was quite a transforming dress for her. >> it's all anyone can talk about. >> the very next day, the budget was going to be announced. all of that went to the back pages and all there was on the front pages was diana wearing the low-cut dress, getting out of the car. >> despite the public attention, diana is increasingly isolated and lonely. right after the engagement, diana moves out of her flat away from friends and family. she now lives at this royal residence, clarence house. >> i think it was a very atypical run up to the wedding. you know, when you're stuck

inside those walls, it's not a totally joyous, free, fun experience. >> do you think she felt lonely? >> i'm quite sure she felt lonely. >> diana writes letters to stay connected. >> i am continually surrounded by grownups and sometimes search for my own age group. >> i think she was desperately lonely. and she sought friendship downstairs. it was odd with diana. she spent more time downstairs with the staff than she did upstairs with the guests. >> making matters worse, charles is often absent. >> she definitely expected to get a whole lot more support and reassurance and guidance from him. and that didn't materialize. >> one month after their engagement, charles departs for a five-week worldwide royal

tour. >> his fiancee, lady diana spencer saw the prince off at london's heathrow airport. she kissed him twice and walked away with tears in her eyes. >> it was a time when most girls might expect to be very happy. i think she retreated a bit. she wasn't very happy. she didn't like being seen when she was unhappy. >> behind closed doors, diana is developing a serious eating disorder. something she'll struggle with for many years to come. >> she is a young girl. she has bulimia. she didn't know how to cope with it. >> we were surprised at how much weight she lost. she was 19. i suppose a size like a 14, but as we continue to make this dress, she lost so much weight. and she was transforming into like a size 8, a model size. >> at diana's request, elizabeth emanuel and then-husband david are now designing the world's

most anticipated wedding dress. >> we have packs of press outside our door. we had people across the road renting space so they could just look through our windows. >> the dress is kept in a secret vault with security guards protecting it around the clock. she came to a lot of her fittings alone. >> yes. i think a couple times she brought her mother and then she was there with the bridesmaid. but she was on her own with a detective who waited outside. >> she didn't really know what she was stepping into. and i do think she had second thoughts. of whether she would get married to the heir to the throne of england and second thoughts if she wanted to be queen of england one day. >> and second thoughts about the prince's true feelings. >> i think diana always knew that charles was in love with someone else. >> that someone else,

ex-girlfriend camilla parker-bowles. diana later says in tapes she secretly records, that before the wedding she overhears charles on the phone with camilla. he says to her, whatever happens, i will always love you. charles maintains they were just friends at the time. >> she thought she could change him. she's a beautiful young thing. she thought she'd turn his head and he would fall desperately in love with her. >> but things don't change. the pressure on diana is mounting. >> the bride-to-be burst into tears at a polo match. >> shortly before the wedding, somehow it gets worse. >> diana discovered a bracelet that charles had made for camilla. and the bracelet had the interlocking letters f and g which stood for fred and gladys. these were the secret names charles and camilla had for each other.

>> the night before the wedding guests are arriving at buckingham palace for a ball. >> she says, mrs. robertson, i'm so glad you're here. >> but as soon as the long receiving long ends, diana slips away. >> we did not see her for the rest of the evening, so this was troublesome. i gather she was upstairs that evening. talking to her sisters, saying maybe this isn't going to go the way i hoped it would. >> one of the sisters said, actually, tough, it's tomorrow, your image is on the tea towels and on the mugs and all the other merchandising. you're going to have to go ahead with this. >> no turning back? >> exactly. >> the next morning, july 29, 1981, is the wedding day. >> we were waiting at the top of the stairs at clarence house for the coach to arrive. and there was silence, complete

silence from everybody. i think that was the moment it really sunk in that how big this occasion was because we could hear the crowds outside yelling and cheering. >> the streets of london are packed, an unprecedented 752 million people are watching the pageantry, the majesty, the unbridled excitement as the horse-drawn carriage carries lady diana spencer to st. paul's cathedral. >> she looks like a butterfly emerging from chrysalis, completely different world. she was going to be a princess. >> and she goes down the aisle,

the only word that seems to fit is fairytale, but her friends know better. >> she looked tentative. she looked pale, she looked tense. >> she's looking to the left, she's looking to the right. she's looking if camilla is in the church. and camilla was in the church. and that was the beginning of what then became a nightmare. >> i, charles philip arthur george, take thee diana frances. ♪ >> diana was a romantic. she dreamt of falling in love with the prince. she kissed him and she thought that frog would turn into a prince. years later she said to me, i kissed a frog and found a toad. >> diana confronts charles and camilla when we come back.

i we worked with pg&eof to save energy because wenie. wanted to help the school. they would put these signs on the door to let the teacher know you didn't cut off the light. the teachers, they would call us the energy patrol. so they would be like, here they come, turn off your lights! those three young ladies were teaching the whole school about energy efficiency. we actually saved $50,000. and that's just one school, two semesters, three girls. together, we're building a better california. from the high seas to the windy shores, august 1981 is the summer of love. for the world's most watched

newlyweds. >> they were having a wonderful honeymoon. she loved being mrs. wales. >> he couldn't keep his hands off her. they would be in public engagement and his hand would wander to her buttocks and he would squeeze it. that's something never seen by the royal family and never done. >> and no one has ever seen a princess quite like diana. >> have you cooked a breakfast yet? >> we don't eat breakfast. >> at just 20 years old, she is the new star of the royal family. something prince charles seems at the time to accept. even enjoy. >> on our recent three-day visit to wales, which was overwhelming, is all i can say, and entirely due for the effect that my dear wife has had on everybody. >> diana wants to be the perfect

princess, to bear an heir is her most important duty. just months after her wedding, she accomplishes it. >> in england, glasses are raised with news that princess diana is expecting a baby. >> anticipation and excitement builds. crowds fill the streets outside the hospital. finally, june 21, 1982, a son is born. prince william arthur philip louis. >> he's in very good form. marvelous. >> from marriage to motherhood in less than a year. and then a little more than two years later, prince harry arrives. >> diana was absolutely born to

be a mother. she was the most devoted, committed mother you could imagine. >> believe it or not, you and i are both in this. >> the princes recently spoke in depth about their mother for the first time in a documentary on itv. >> she would just engulf you and squeeze you as tight as possible. and being as short as i was then, there was no escape. you were there and you were there for as long as she wanted to hold you. even talking about it now, i can feel the hugs she used to give us. >> different, many believe, from royals in the past. >> she was really the first royal to connect with her own children. charles had been raised by nannies. he did not go to school as a young boy. she made sure both of her sons

went to nursery school, that they were around other children. >> and like most mothers, diana drops them off at school. but unlike most mothers, the entire world is watching. >> we got into the car outside kensington palace and diana just turned to me and said, william, when we get to the school you have to behave yourself because there's going to be lots of photographers, so no mucking about. do you understand that? he sort of hummed and then looked just below the peek of his cap and said, i don't like tographers. given they were locked in a royal palace for most of their life, she wanted to give them as near a normal lifestyle as possible. >> they were exposed to people on the street, homeless, people with hiv and aids. they saw life, real life. >> a normal life, or as normal as diana can make it. >> diana would take them to burger bars and go shopping for fish fingers in a supermarket. you know, going to the cinema, going go-kart racing, this sort of thing that other children did. >> but while diana shines as a mother, she struggles as a wife.

>> i think she felt she could bring charles aroundd, but it never happened. he never fell out of love with camilla. >> all these years later, charles' former flame, camilla parker-bowles, is still in the shadows. >> so from very early days, camilla was always there. on the honeymoon, diana found the cuff links. charles, two intertwined cs. diana said, lovely, chanel cuff links. not chanel. >> i think she understood at that stage that maybe this was going to become quite a big issue. >> prince charles had produced his heir and a spare and gave him the opportunity to return to a former life.

>> he spends more time away from diana at his estate, highgrove. >> the princess would arrive every weekend with the boys and leave on a sunday afternoon. and camilla was the next visitor an hour later. so, one went out of the front door and one came in the back door. >> at one point diana actually confronted camilla. >> it is camilla's sister's birthday party, february 1989. >> and i don't think the crowd expected diana to be there either. >> she is on a mission to find camilla. bodyguard ken wharf is there. >> we eventually went to this basement area of this house and there was camilla. and they sat towards each other. >> diana confronts her about the alleged affair, something camilla has never acknowledged. diana later tells a reporter, camilla is not willing to leave charles, saying, you've got everything you ever wanted. you've got all the men in the

world to fall in love with you, and you've got two beautiful children. what more do you want? >> and diana said, yes, but this is my husband. the situation was just untenable for someone like diana. as diana herself said, there were three of us in this marriage from the start. so, it was a bit crowded. >> diana had realized there was no chance or little chance of reconciliation. >> did she seem depressed or humiliated or upset after the experience? >> the thing about that, what i remember the following day, was probably the brightest and liveliest that i've actually seen of her for some time, and thereafter there was a huge build of confidence. >> confidence he says to go solo and at 27 years old, chart her own course, or as diana once described it, cut my own path. >> we went to nigeria to a leper

colony. she was literally holding the lepers' hands. we went to brazil and she was holding babies born with hiv. >> when diana went to hospice, she would sit on the bed and hold their hands. when charles went to hospice he would stand by the bed. they had a different approach. diana was touchy-feely. >> and it's not just actions, but diana's words that are different. >> a speech might turn up, she would send the one from the organization with her little post-it note attached saying, i wonder what your views are. and she wrote a bit -- >> old friend, james helps diana craft new, more personal speeches. it's april 1991. >> hiv does not make people dangerous to know. so, you can shake their hands and give them a hug. heaven knows they need it. >> this was a game-changer for her. normally her appearance at a

charity. the first speech ended up being reproduced verbatim on the front page of the two broad sheets. it was a big moment. >> princess diana, the advocate, is an instant star. >> particularly as diana became more accomplished, more sure of herself, more confident, it seemed her husband, but also some of his family, saw diana as a bit of a mystery, but ultimately with hostility. >> the people were growing more toward her and he was like a shadow next to her. >> the side that got diana cheered, the side that got charles jeered. that's how it was all the time. yes, he probably did get resentful. she was on the front page of newspapers, lead story on television. it was always diana.

>> publicly, prince charles jokes about it. >> i've come to the conclusion that really it would have been far easier to have two wives, to have covered both sides of the street. and i could have walked down the middle directing the operation. >> but privately, by the early '90s, charles and diana are living separate lives. >> they do a state banquet or something involving a state visit together, and then diana would come back here and charles would go back to gloucestershire, to highgrove. diana came back here alone. she lived a lonely existence. she was a prisoner. >> and desperate to let the world know. it's february, 1992. touring india, diana goes to the taj mahal without charles. >> that picture somehow came to

be emblematic of the end of a marriage and also of her loneliness. >> you know, tilting her head to one side. you know, sort of putting her head down. she was very good at that. there were all sorts of interpretive headlines, wistful, pensive, thoughtful. >> and you think that was deliberate on her part? >> up to a point, yes, it was deliberate. >> diana was a master manipulator of the media. >> diana was a master manipulator of the media. she was someone who was very shrewd. >> that is, until the summer of 1992, when we come back. >> she phoned me at 5:00 and said, what do i do? i said you've already done it. i suggest you pour a very large scotch. since my stroke, he hasn't left my side.

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>> it has turned out to be an anus horribleous. >> declaring 1992 to be a horrible year. >> she found a neat way of saying, yeah, it's tough, and i don't mind telling you it's tough. >> tough times that start early february in india. diana is at a polo match with charles. after his victory, the prince goes in for the ceremonial celebratory kiss from his princess. >> this is the kiss that missed. this is when the prince was expecting to get a kiss on the lips and the prize. >> an awkward moment. >> the booby prize. she turned her head. >> it did show where the state of the marriage was. it wasn't unexpected. it was waiting for a royal admission that things were

really wrong here. >> but according to palace insiders, charles is not about to do that. they say the people on his team have other ideas. >> they set out to diminish diana in the public's eyes. this was an attempt to intimidate us. it was a bullying tactic. >> what diana's private secretary, patrick jephsen calls a smear campaign that he says began in 1991. >> for diana's 30th birthday, charles wants to throw a birthday party for her. and she saw this as a pr stunt so that his people could say, look, here he is, the loving, devoted husband putting on a birthday party for her. her reluctance to have a big birthday party was prominently reported on the front page of the tabloids. >> the kind of games they played throughout their marriage to win over the public through manipulating the press.

and no one could do it better than diana. >> she was determined to say something. there was no stopping that. it was inevitable, i think, as a vent for the anger. >> so diana asked her old friend for help. >> i said a book would be a better format than a mad article or tv thing because she could have control of it. >> a book like no other. diana's own story personally told to a reporter of her choosing. royal watcher andrew morton. but diana can't be seen meeting with morton here at kensington palace, so she hatches a secret plan. >> it was almost like you were in a sort of james bond movie kind of. >> it was much simpler, in a way, than people make. >> starting in the summer of 1991, he bikes to kensington palace like he has for years to visit diana, but this time he carries a small tape recorder

and a long list of questions hidden in his bag. >> cycled in, had lunch, maybe a few questions before lunch and a few after, then off again. >> he delivered the tapes to andrew morton who weaves them into a revealing book, more revealing than anyone expected. >> she was very open indeed about everything. and to a level where i was almost worrying, cautioned about what was being said. >> from her struggles with bulimia, depression, to her husband's alleged infidelities and her multiple suicide attempts, one of them happening when she was just three months pregnant with prince william. >> she threw herself down the staircase and charles just went right out the door and she was very badly bruised. it apparently didn't affect her pregnancy. >> this was a letter -- >> by the end of 1991, the book

is finished and do i aniana is g ready. >> we're preparing for the volcano to erupt and i feel better equipped to cope with whatever comes our way. >> was she excited by that? >> i think relieved. >> book excerpts finally hit the news stands in june 1992. >> how did you know she was behind it? >> there was too much in it not to have her fingerprints all over it. >> diana panics. >> she phoned me at 5:00 and said, what do i do? i said, your royal highness, you've already done it. i suggest you pour a very large scotch. >> she got condemned for speaking, for revealing the truth, rather than having the royal establishment respond to the message they just shot the messenger. >> and while the palace doesn't support her airing of royal dirty laundry, many ordinary people relate to her. >> she had huge letters of support saying, actually, you've done a pretty good job in the

public role, so don't back off. >> was she concerned at all about how this might affect the boys? >> i think she was mostly concerned that if she kept being rushed as she saw it by the system, that would be more damaging for them. >> the war of the waleses is on. >> we're talking about the troubles in the royal house of windsor. >> they may not love each other at all, but they love their children very greatly. >> from the summer through the fall, every day seems to bring a new revelation. >> diana's taped confessions. can any life at the top get worse? >> maybe fairy tales don't come true after all. >> privately, insiders say diana and charles meet and agree to separate, but the queen will not allow it, a period the palace won't comment on. >> it was a very difficult situation as the relationship was deteriorating to try and maintain a happy face and

business as usual. >> early november 1992, diana and charles arrive in seoul, south korea. >> when the plane came to a stop, mr. and mrs. glum stood in the doorway. >> is that what you called them? >> they looked like two people, not only didn't they want to be in each other's company, but they probably didn't want to be in korea either. >> it is clear things must change. >> with regret, the prince and princess of wales have decided to separate. >> it was as if a weight had been lifted from them both. >> but at that stage both of them could define new pathways and do what they needed to do. >> the princess of wales would like to make a short statement. >> december 1993. >> when i started my public life 12 years ago, i understood the media might be interested in

what i did, but i was not aware of how overwhelming that attention would become. >> diana makes a surprise announcement. >> at the end of this year when i've completed my diary of official engagements, i will be reducing the extent of the public life i've led so far. >> she retreats inside kensington palace. >> i think for her a lot of the time it did feel like a bit of a gilded cage. there was usually a reporter or paparazzi down by the indicates of the palace. very difficult for her to have a normal social life. >> they follow her everywhere. to the gym. to the store. even to the alps on skiing vacations with her sons.

>> excuse me. as a parent, could i ask you to respect my children's space? >> but then 20 years ago people would be utterly appalled if they knew exactly what went on. >> prince william reflects on those times in a new documentary on i-tv. >> i sadly remember most of the time that she ever cried about anything was to do with press treatment. >> by letting the press into her private life, diana has opened pandora's box. it is spring 1994. prince charles decides to go public with an authorized biography and interview. >> this is what happens when you get into a pr war. it is a race to the bottom. >> making television history and dropping a bombshell. >> did you try to be faithful

and honorable to your wife when you took on the vow of marriage? >> yes, absolutely. >> and you were? >> yes. until it became irretrievably broken down. >> on the night the interview airs, diana fires silently back with one dress. >> that picture spoke a million words. >> what was she saying with that picture? >> anything you can do i can do better. >> including a television interview. a little more than a year later, diana sneaks a tv news crew into her home for a tell-all interview. >> what was your reaction? >> silly woman, was my immediate reaction. you know, you've done your dirty washing with the andrew mortion

bo why do it all over again. >> it blue ew up and nothing wa the same again. >> just one month later buckingham palace announces the divorce, putting diana in the crosshairs more than ever before. that when we come back. for all the eyes that get itchy and watery near pollen. there's flonase sensimist. it relieves all your worst symptoms including nasal congestion, which most pills don't. and all from a gentle mist you can barely feel. flonase sensimist. i had a very minor fender bender tonight! in an unreasonably narrow fast food drive thru lane. but what a powerful life lesson. and don't worry i have everything handled. i already spoke to our allstate agent, and i know that we have accident forgiveness. which is so smart on your guy's part. like fact that they'll just... forgive you... four weeks without the car.

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>> > it is summer 1997, exactly one year after charles and diana's bitter divorce. and diana is in the midst of a re-invention. >> i remember one of the last dresses she had made. she said, do you like it? i said, whoa, i'm sure men will like it, because it's far too low, and it's far too high. >> so less formal, more revealing? >> she was a beautiful woman. why not show people, this is me. instead of hiding it away, show it. >> diana is free, her loveless

marriage, royal responsibilities and a rigidly controlled way of life. >> she tried to withdraw and take some time out. because she was trying to focus on really what was her life about. >> she scaled back her public role, staff and scotland yard security detail. butler paul burrell is one of the few who remains close to diana. >> she dismissed her bodyguards, because they were running tales and stories back to prince charles. she wanted her freedom. she wanted her life. >> it's a dangerous move. some even say reckless. but diana wants a simpler life, focused on her boys, a few select charities -- and? her new romance. >> the love of her life really

after romance was a pakistani heart surgeon named hasnat khan. >> diana met him while he was treating a close friend. >> she was instantly smitten with him for some reason. an unlikely guy, slightly paunchy, non-descript fellow, but she said she had a thing for doctors and she became so enamored of khan. it became very serious. they had a very tempestuous affair. >> khan doesn't like the limelight or want the pressure of being di's guy. while diana keeps khan hidden from the press, she publicly promotes charities close to her heart, like the halo trust, which advocates against land mines opinion. >> she was aware of the power she had. >> arthur edwards photographs diana's trip to angola, africa, in 1997. >> go and comfort these kids who

had their legs blown off, and arms blown off, and highlight the awful thing about land mines. and then get dressed in all the kit and walk through a minefield. to do that, knowing it will it would get massive publicity for that, i think was commendable. it was tremendous. >> and diana has an extraordinary gift for comforting those in pain. >> she said, i found myself being more and more involved with people who were rejected by society. >> she was the ultimate outsider. here's the most adored, celebrated, in many ways, beloved woman on the planet, and yet she never felt like she belonged. and i think that's why she had this affinity, this need really, to connect with people who were on the periphery of society. >> but the attention angola brings is a reminder of the media circus that comes with

dating diana. while diana wants to get married, khan isn't so sure. >> she wanted to get married, so much so that she went to pakistan to meet his family twice, without being invited by him. >> diana confides in close friend roberto duaric about the trip. >> i call her and she sound dreadful. i said, you've been crying? she said, yes, but i will tell you when i come back, things didn't go well. and said that the parents were very against her. because they said that she would ruin the life of the son. >> because of the media frenzy that sounded her or -- >> no, the parents were logical. he's pakistanian, he's another color of skin, she was going to be the mother of the future king of england. it would have created problems.

>> diana sees it differently. >> she really delivered him an ultimatum. when she did that, he stormed out. >> i remember the princess coming back and telling me that it was over. he was saying, but if i marry you, i'll become a nobody. i'll become your shadow. and i've worked all my life to be a heart surgeon. it's what matters most to me. that has to be part of our equation. you can't just dismiss that. but diana was diana, and she wanted it her way. >> was she devastated by the break-up? >> i think she was. she was. she really liked the man. and i think that after charles, that was the candidate. >> but it isn't the first time

diana has had her heartbroken. and days later, she is on the rebound on the french riviera. >> mohamed al fayed invited her to spend that summer at his villa in st. tropez, on his yacht, the jon gal. >> mohamed al fayed and a wealthy egyptian businessman who owns the iconic department store harrods. >> he was trying to arrange a meeting between her and his son. >> it turns out his son and diana have a lot in common. >> he too was caught in the middle of his parents' horrible divorce, in a custody battle. he often felt like an outsider and often quite painfully shy. >> shy, yes. and also immensely wealthy, surrounded by bodyguards, dodi can give diana everything she

needs and wants. >> the fact that she was a divorced mother of two growing young men, who was unable to offer them anything like the kind of holiday activities that their father could. so the attraction of a man and his family who had jets and limousines and all the trappings of royal life, i would think that played a pretty big part in it. >> friends say dodi also gives her unwavering love and loyalty. >> she demanded that people give up everything for her. i mean, she was needy in that sense. >> she was needy? >> terribly needy. absolutely. no question about it. and very draining and very demanding. but dodi was willing to give up everything for her. so he was there constantly. >> over the next six weeks, diana and dodi are practically

inseparable, meeting up in london, paris, and back here on the riviera. ♪ >> spending the day sunbathing, swimming, taking trips into little bays. >> debby gribble, now a yacht broker, is at that time the chief stewardess for the al fayeds. >> they would have champagne and caviar most evenings. >> she said, hasnat better watch out because i've met somebody else. >> was it an attempt to make him jealous? >> absolutely, it was. i have no doubt of that. because the princess played out this new romance completely in the public eye. knowing that those pictures would be splashed on the front pages of the british tabloids. >> it was like the dream story, the most photographed woman in the world, a new lover.

>> pierre sue is a professional photographer. >> i had heard stories about my colleagues flying on private jets, hiring speedboats, helicopter. any media outlet would give you anything you wanted because they couldn't get enough. >> so what was the picture that everyone was looking for that summer? >> her kissing dodi. it was the picture of her kissing somebody who wasn't prince charles. >> diana allegedly tips off a photographer about the yacht's location. and days later, the kiss is splashed across the sunday mirror's front page. paul bennett was the executive editor of the paper. >> it sold off the shelves. the interest was just phenomenal. >> is it true this photographer made more than a million dollars? >> oh, absolutely. probably made a million dollars in the first week, i would have

thought. >> the papers want more, and the photographers will do anything to get it. >> it was like the media outlets didn't count the money. they were splashing the money around. they just wanted the shot. >> the game is on. and there's no turning back. diana's former secretary patrick jephson is watching from london and grows concerned. >> two very sharply contrasting pictures. one was of a woman who was, yes, free and liberated, and rather determinedly happy, but another of a woman who was not nearly as grounded as she had been, or needed to be. she chose the company of people who were rich, jet setters, who tend to follow fashion, rather than principle. >> when we come back, tension mounts with the paparazzi.

>> there were times where diana would be upset, i saw her crying on occasion. >> and then a high speed chase on the streets of paris. >> it felt like the whole situation was building up into something that was not going to be a good ending. we know, sometimes,

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♪ the french riviera, the playground for the rich and famous, and in august 1997, the backdrop for a summer romance between princess diana and dodi al fayed. >> i saw particularly in the pictures of her on the yacht, playing games with boat loads of photographers. somebody who had maybe found a terrific new freedom, but she'd lost a lot too. >> diana's relationship with

hasnat khan has recently ended. >> hasnat told me, he tried to reach the princess, he wanted to tell her, sorry, come back. >> if diana was trying to get hasnat khan's attention, it worked, but it came at a cost. she and dodi are now in a risky game of hide and seek on the mediterranean with the paparazzi. >> there was a lot of media around, a lot of paparazzi, small boats, big boats, big lenses, small lenses. >> the couple is protected by dodi's two bodyguards. but it's no replacement for the elite british security team diana had given up. >> there were times where diana would be upset, i saw her crying on an occasion. dodi was agitated. it was starting to get to him. >> on saturday, august 30th,

diana and dodi flee to paris. but the photographers follow. >> that drive from the airport was fast and furious. the car was swerving through the streets of paris. >> debby gribble is traveling with the couple and riding in the car behind them. >> there was so much tension. it felt like the whole situation was building up into something that was not going to be a good ending. ♪ >> later that night, diana and dodi leave his paris apartment for dinner at the restaurant benoit. >> when they tried to go to the restaurant, it was impossible. just hoards and hoards of photographers. >> so they change plans and go to the ritz hotel, which is owned by dodi's father. firefighter pierre sue is standing outside.

>> when they arrived at the ritz, the car stopped in front of the entrance. i went up to the car window and i took a picture. >> did you ever have the sense that you were invading these people's privacy? >> not really, because as i said, she was the most photographed woman in the world. she was expected to be photographed every day. and she had been playing with the press all summer long, you know. >> playing? >> yeah, she used the press a lot. >> a dangerous game without diana's usual army of protection. even after they get inside, dodi remains tense. >> he was growing more and more upset hearing stories of how the press had gathered right in front of the ritz hotel, that they weren't going to move, they weren't going to leave. >> the hotel's acting head of

security, henri paul is off duty, but returns after diana and dodi arrive. >> henri paul came out of the hotel and talked to me and a colleague of mine. oddly enough, he was very reassuring in terms of, do not worry, you will get your shot, they will come out through the front door. and there was his range rover sitting up front. so you could easily imagine that they would come out. >> but it's a ruse. inside, henri paul is seen on the hotel security camera talking to diana, dodi and bodyguard trevor rees-jones as they planned to escape through the hotel's back door, and avoid the photographers. paul will drive the couple to dodi's apartment. >> i watched some of the footage of diana on the cctv from the ritz hotel.

i could tell from her body language, the way she was holding herself, and her interaction with dodi, she wasn't happy. she knew something was wrong. >> they leave the hotel a little after midnight. the few photographers out back are immediately in pursuit. >> diana and dodi and the driver are all not wearing seat belts. >> henri paul is now speeding through the streets of paris, trying to lose the photographers behind them. >> the car is now hurdling into the alma tunnel, surrounded by the press on motorcycles and cars. and henri paul lost control of the car and it slams into a pillar. >> pierre sue is still with the decoy car in front of the ritz hotel.

>> i decided to call a friend of mine whom i know was following them. and i could hear in the tone of his voice, that something was wrong and very wrong. >> american tourists robyn and jack firestone happened to pass the crash site in a taxi. >> and there was already police. it was certainly before the ambulance got there. >> they see some of the pierre sue's colleagues taking pictures. >> what i saw was six, eight, nine, ten people, taking photographs of the outside of the car and running around, taking photographs of the inside of the car, from every angle that they could possibly get their flashes and their cameras into. >> i was just saying to myself, what are they doing? like there can't possibly be anybody in the car at this

point, because clearly if there was, somebody would be helping. >> fire chief xavier gourmelon and his team of paramedics arrive at the tunnel minutes after the crash. [ speaking foreign language ] >> translator: so the front of the car was in the opposite way of traffic. the front was very much smashed in. >> dodi and driver henri paul are pronounced dead. the first responders worked to save trevor rees-jones and diana. >> translator: when i got close to her, she was waving her arm and saying, oh my god, what's happened? >> diana's body is facing backwards and sitting on the floor of the car. as they remove her from the vehicle, she goes into cardiac arrest. >> translator: so we administer cpr and her blood flow started running again. >> as first responders

frantically worked to save diana, trevor rees-jones has to be cut out of the car. they're both taken to the hospital where diana undergoes emergency surgery. but her injuries are too severe. and at 4:00 a.m., princess diana is pronounced dead. >> we are just getting word that the french government has informed all of us that princess diana has died. >> she suffered serious internal injuries and she succumbed. >> trevor rees-jones is the only survivor. at balmoral castle in scotland, prince charles is woken with a call from paris. >> charles is told that diana has died. one of the people working at balmoral said that charles let out this howl of anguish. he was devastated. of course his first thoughts were for the boys, what to do. >> when we come back, heartbreak

and anguish. >> lose a son 42 years old, it's part of you, like somebody chop your hand or chop your leg. >> and then what really happened to princess diana? >> she went to her lawyer and said, they're going to kill me, and here's how. it's going to be either a helicopter accident or a car crash. i think, keep going, and make a difference. at some point, we are going to be able to beat als. because life is amazing. so i am hoping for a cure. i want this, to uh, to be a reality. um, yeah.

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august 31st, 1997, the morning after princess diana's tragic death, her brother charles spencer, makes a bold statement. >> this is not a time for recriminations, but for sadness. however, i would say that i always believed the press would kill her in the end. it would appear that every proprietor and editor of every publication that has paid for exploitative photographs of her,

encouraged individuals to risk everything in pursuit of diana's image, has blood on his hands today. >> nine photographers are under investigation for manslaughter and failing to render assistance to the victims. while the french investigate what happened -- the world comes to grips with the loss of an icon. >> i feel like everyone else in this country today, utterly devastated. we are today in a state of shock, in mourning, in grief, that is so deeply painful for us. >> thousands of mourners gather around london and outside kensington palace, in a public display of grief unlike any briton has ever seen before. >> this nation lost complete -- well, it just lost all control of its senses. everybody just was flooding to

these different centers around the country and laying flowers and signing these books of condolences. so we all were gripped in this hysteria, losing this princess. >> while a nation known for keeping a stiff upper lip unleashes its grief, the royal family remains in seclusion at balmoral castle in scotland. where william and harry have just been told their mother was killed. >> there were two boys up there, age 15 and 12 respectively, who lost their mother in the most tragic of circumstances. and the grandparents and the dad were doing the best they could to support those two young men. >> princes william and harry recently spoke about their mother's death for the first time in a documentary on i tv. >> losing someone so close to you is utterly devastating. especially at that age.

i think it sort of really spins you out. you don't quite know where you are, what you're doing, and what's going on. the family came together and tried to talk as best we could. but being so small at that age, it's very difficult to communicate, to understand your feelings. it's very complicated. >> to their grandmother, the queen, the best course is to soldier on. london is in an uproar, demanding the queen speak and show us you care. >> i can remember thinking, or sensing even, because i'd done a lot of royal work over the years, come on, guys, do something. people had quite naturally thought they should gravitate towards buckingham palace, the home of the monarchy. and there they were, thousands of them in the dark, around the palace and i don't think there was a single light on. everyone was away in scotland.

the people had come to the monarchy and the monarchy wasn't at home. >> this sets off the most perilous times in modern times of the british monarchy. and tony blair was pressed into the fight by charles and the two of them made it clear that unless she did something and fast to show the people how much diana meant to the royal family as well as the people at large, the monarchy could be in jeopardy. >> seeming disconnected, queen elizabeth is facing a crisis of image and sensitivity. >> the night before diana's funeral, she gave the speech of her life, because it was a speech she knew on which everything depended. >> as your queen and as a grandmother, i say from my heart, first i want to pay tribute to diana myself. she was an exceptional and gifted human being. >> do you think that the queen perhaps underestimated or didn't

realize right away what an enormous outpouring of grief there would be? >> it's not just the queen underestimated, everybody underestimated. >> the next day, two and a half billion people watch on tv and on the streets of london as diana's coffin is carried to westminster abbey for her funeral. her young sons walking solemnly behind. >> inside the abbey, charles spencer gives a surprising eulogy that is critical of the ryal family. >> diana was the very essence of compassion, of duty, of style, of beauty. someone with a natural nobility who was classless, and who proved in the last year, that she needed no royal title to continue to generate her particular brand of magic. [ applause ]

>> we all clapped so hardly, that never happened inside an abbey or inside a church in england like that. i live in england 29 years of my life. the english, one says that they are very cold-blooded. but my god, they showed the world they are not. that day, the days before the funeral, the world stopped. >> charles spencer also has a word about the paparazzi. >> but of all the ironies about diana, perhaps the greatest was this. a girl given the name of the ancient goddess of hunting was, in the end, the most hunted person of the modern age. >> was diana hunted to death? after the princess is laid to rest, the world wants answers. >> everybody's blaming everybody else. >> for the next two years, investigators in france try to determine what really happened. >> will we ever know exactly who

or what was responsible for the death of diana? >> the french investigation finds that the driver, henri paul, was speeding and intoxicated, deeming him solely responsible for the accident. the photographers are cleared and the case is closed. but for years afterwards, conspiracy theories linger, especially with dodi's father, mohamed al fayed. >> mohammed believes and will always believe that his son and the family's very dear friend, diana, princess of wales, were murdered. >> when we come back, an alarming new piece of evidence. >> i have a letter which says, the next few months are the most difficult of my life, i fear i'm going to be killed in an automobile accident. (burke) vengeful vermin.

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pursuit of a young, beautiful woman. >> there was about 40 photographers outside her flat. i don't know if you remember the pictures. they pursued her down the street. >> but this time it isn't diana. it's kate middleton, prince william's girlfriend. >> they chased her down the street just like they chased diana down the street. it angered william so much. it really angered him because he couldn't protect her. >> while the paparazzi are on the hunt for kate, a british inquest into what happened to diana is set to begin here at the royal courts of justice. it's been ten years since diana's death, but the conspiracy theories have lived on. >> i had a very skilled team of detectives, 14 in all. >> lord john stevens was commissioner of the metropolitan police. >> the allegation that was made by mr. al fayed was that prince philip together with mi-5 and

mi-6, security services of the united kingdom, had conspired together to kill dodi al fayed and princess diana, that the french inquest that had taken place was flawed. >> so this was extraordinarily delicate? >> it was very delicate indeed. >> lord stevens' team investigates all of al fayed's claims, that diana was pregnant, that diana and dodi were soon to be engaged, and that the royal family would not accept a muslim stepfather to the future king. >> if diana had married dodi, if they'd had a couple of children, who would the press be focusing on in this country today? >> michael cole was mohammed al fayed's longtime spokesman. >> they would be focusing on what princess diana was doing and in effect you would have had an alternative royal family in this country.

>> the murder theory is farfetched to some, but a real fear for diana, one she shared with her butler, paul burrell. >> i have a letter that says, the next few months are the most difficult of my life. i fear i'm going to be killed in an automobile accident in order that charles can remarry. >> and it turns out burrell wasn't the only one diana shared her fears with. >> diana was completely convinced that the royal family were the men in gray who really run the operation, or british intelligence would kill her if she became too big of a problem. she went to her lawyer and said, they're going to kill me and here's how. it's going to be either a helicopter accident or a car crash. it will be staged to look like a car crash. her lawyer took notes, detailed notes. >> patrick jephson was diana's

private secretary and attended the meeting with her lawyer. >> i can remember how shocked lord mishcon was by that. >> did she give any details as to why she was concerned for her safety? >> not enough. the trouble was those last few years from '93 and '94 onwards was a very, very unsettled time. >> but lord mishcon's notes from the meeting were never shared with french investigators even though they were given to british police just weeks after diana's death. at the time british police didn't believe they were relevant to the french investigation. >> if you have a note like that and somebody then does end up dead in the way they predicted, the first thing you do is get the note, examine the note, and investigate. >> michael mansfield represents mohamed al fayed during the british inquest. >> but of course the powers that be felt that it shouldn't be

handed over. why? because of course it would involve investigating the royal family, investigations by the french police. >> lord stevens' investigation does look into mishcon's notes and over 600 other pieces of evidence. >> we started with totally open minds. there's no point in going into an investigation like this and saying, oh, there's no evidence for this. prove the point there isn't. we had to go and see 300 witnesses. at the same time, we had to negotiate bringing back the car from paris. we even examined the blood in the car. >> after three years of detective work, lord stevens' team presents their findings to the high court. >> the finding of the investigation was that it was an accident. the car had been driven too fast. the driver had been drinking, lost control of that car going down the ramp, and that was our conclusions. >> did you find any indication

whatsoever that the princess and dodi were murdered? >> no. no evidence whatsoever. >> no evidence of murder or any involvement by mi-5, mi-6, or the royal family. what about reports that the princess was pregnant? >> those were totally disproved by her closest friends, and of course we brought the car back from paris, analyzed the blood by the latest techniques at that time, and found out that she was not pregnant. >> what is the truth behind the reports that dodi had bought diana a ring that day in paris? >> he may well have done that, but we don't know what he was going to do with that ring, and neither does anyone else. >> stevens also investigates the role of the paparazzi. >> they followed them around obviously. we didn't know how close they were up to the car, whether they actually played a part in the deaths of those people in that car. it's difficult to say. >> it would be speculation. >> it would be speculation.

we don't get into speculation. we deal with the evidence. >> but you have said previously, i believe, that they were a link in the chain. >> no doubt about that. they were a link in the chain. if the paparazzi hadn't been in the front of the ritz, they would have gone off in the normal cars without having henri paul taking over that duty. >> the british jury believes the photographers share some responsibility. >> they deliberated carefully, and they produced a careful and reasoned decision. >> sir scott baker was the judge overseeing the british inquest. >> this was caused by a combination of the following paparazzi and the manner in which they were driving and a driver who was under the influence of drink and driving too fast into the tunnel. >> no one was ever charged for the crash that killed princess diana. are there any lingering

questions in your mind as to what happened that fatal night? >> absolutely none. it seemed to me that it was a tragic accident. >> do you believe that mohamed al fayed was flat-out lying, then? >> no. mohamed al fayed had lost his son, and he genuinely believed, i think, that there had been some conspiracy to murder his son and princess diana, and that's his right. >> did he strike you as a man who was shattered? >> yes, he was shattered. >> he never recovered from the loss of his son. >> if you lose a son 42 years old, it's part of you, you know? like somebody chop your hand or chop your leg. >> he still believes that the truth is out there and will come, and i hope it happens in his lifetime. but it might not. >> the focal point of the royal family -- >> many who knew diana best say

the crash never would have happened if she had not given up her security detail after the divorce. >> the truth is that the paris paparazzi didn't kill diana. incompetent travel arrangements killed diana. a failure to do up a seat belt killed diana. and the paparazzi only became an actual nuisance or a threat to diana after she had chosen to get rid of her bodyguards. if charles spencer or anybody else wanted to see the cause of diana's unhappiness or ultimately the circumstances in which she died, they should look at the royal organization, which had taken responsibility for her at a very, very young age. >> just 19 when she became engaged to prince charles and dead at the age of 36, leaving behind two young boys. >> never really talked about

losing a mother at such a young age. >> william was 15, harry just 12. >> but even her and i over the years never fatalked enough abo our mother. >> it ain't going to change her. it ain't going to bring her b k back. >> you have to prioritize your mental health. someone has to take the lead and has to be brave enough to force that conversation. >> william and harry have forced that conversation, addressing mental health openly and often in a way that was difficult for their mother. it's just one example of the change she brought to the royal family. >> without diana, i don't think we'd have the monarchy today in its present form. diana dragged the royal family kicking and screaming into the 20th century. she said from the moment she set foot in that family, there was never any feeling in it and that she really wanted to lead from

the heart and not the head. >> diana lived a life of fairy tale and tragedy. hunted by the press. beloved by the people. a charismatic and yet complex character, vulnerable and manipulative but strong and sympathetic. there can be no question of the impact she made. her boys, william and harry, have combined the best of the traditions of the monarchy with the warmth and humanity of their mother. a commitment to public service. deep personal compassion. and a dedication to family. qualities that make diana's legacy as vibrant today as it was 20 years ago.

>> announcer: the following is a cnn special report. he was the party prince. >> he was photographed incessantly, running out of one nightclub after another. >> who rebelled against royalty. >> he decided he might leave the royal family. >> haunted by his mother's death. >> it destabilized him and caused chaos for years. >> he struggled to find his way. >> being royal for harry was a burden and a curse. >> she's an american actress. >> i was like, i have to up my game. >> unlike any royal bride before.